Service Desk Coordinator

Who We Are

Spector was established in 2002 to solve a straightforward problem: businesses deserved better IT support than what was on offer. Over 20 years later, that principle hasn't changed.

We help business leaders take control of their technology with clarity and confidence. We don't just react to problems. We build a roadmap that aligns IT with business goals, giving our clients the certainty to focus on what they do best.

Our approach is simple: Simplify, Standardise, Secure. We put people first. Whether it's a team member with a small issue or a business-critical incident, we take ownership and see it through to the right outcome.

The Challenge

Our Service Desk is central to everything we deliver. Clients expect quick responses, clear updates, and consistent follow-through. For that to happen, work needs to flow properly. Tickets need to be triaged correctly, prioritised properly, and assigned to the right engineer at the right time. That’s where you come in.

We're looking for someone early in their career who wants to learn, take ownership, and build strong operational habits. This is not just about logging tickets or moving work around. It's about helping the whole Service Desk run better.

The Role

The Service Desk is where everything in an MSP either flows or breaks down, a great coordinator is the reason it flows. When this role is done well, engineers are focused and protected from noise, clients feel looked after and informed, and Spector IT delivers on its promises. That's the impact you’ll have every single day.

You'll build real relationships; with clients who come to trust and rely on you, with engineers whose working day you'll materially shape for the better. You'll develop skills that carry far; planning, critical thinking, clear communication, and the kind of operational chops that only comes from being at the centre of a fast-moving team.

For the right person, this is where a strong career in IT starts. You'll learn how a high-performing MSP works from the inside out, and grow in ways that open real doors into service management, operations, or wherever your strengths take you.

If you get energy from solving problems, take pride in a well-run day, and want your work to genuinely matter to the people around you, this is the job for you.

What The Right Candidate Looks Like

• You're organised. You like structure, lists, and knowing what's happening. You stay on top of things.
• You're reliable. If something is assigned to you, people know it will get done properly.
• You communicate clearly. You speak and write in a way that's easy to understand, both with clients and internally.
• You're calm under pressure. When things get busy, you don't shut down. You prioritise and keep moving.
• You're eager to learn. You may not know everything about IT, but you're curious and keen to improve.
• You're a team player. You understand that good service depends on everyone working together.

Why Spector

We invest in people early and give them the structure and support to build real careers in IT.

You'll be part of a team that values doing things properly, not just quickly. You'll learn how a high-performing Service Desk operates and play a key role in keeping it running.

We protect our clients and their businesses so they can operate without disruption or risk. If you want to be part of that and build a strong foundation in IT services, this is a good place to start.

Position Responsibilities:  

• Act as the first point of contact for incoming tickets, ensuring all requests are logged, categorised, and prioritised correctly
• Assign and schedule tickets to engineers based on urgency, skillset, and availability
• Monitor ticket queues to ensure SLAs and response times are met
• Follow up on at-risk tickets, driving progress and escalating where required
• Communicate with clients to provide timely updates on ticket status and expectations
• Review ticket updates and time entries to ensure accuracy and adherence to company standards
• Collaborate with engineers and managers to maintain balanced and manageable workloads
• Operate within established tools and processes, with a particular focus on ConnectWise
• Identify operational inefficiencies and escalate improvement suggestions to the Operations Manager

Skills & Attributes

• Strong written and verbal communication skills
• Highly organised with the ability to manage multiple priorities at once
• Comfortable working in a fast-paced environment with shifting demands
• Reliable and detail-oriented
• Confident communicating with clients and internal teams professionally
• Able to remain calm and make clear decisions under pressure
• Self-motivated with a willingness to learn and develop
• An interest in IT and how technology supports business operations

Qualifications & Experience

• Previous experience in a customer-facing role, such as retail, hospitality, administration, or technical support
• Exposure to a ticketing or PSA system such as ConnectWise (an advantage, not essential)

• Basic computer literacy and familiarity with common business tools (email, Microsoft 365) & operating system knowledge.